Charm with Paw

Our products are personalized. Production time and shipping time are separate: shipping time begins after the completed item is dispatched. Production begins after the customization details have been confirmed and we have notified you that work is starting.

Please check the product listing and checkout for any available delivery information. If a production estimate, shipping estimate or delivery charge is not shown for your order or destination, contact wangzeyang96@gmail.com before ordering so we can confirm it. Please contact us before ordering for a time-sensitive occasion.

Custom production and shipping Our products are personalized. Production time and shipping time are separate: shipping time begins after the completed item is dispatched. Production begins after the customization details have been confirmed and we have notified you that work is starting. Please check the product listing and checkout for any available delivery information. If a production estimate, shipping estimate or delivery charge is not shown for your order or destination, contact wangzeyang96@gmail.com before ordering so we can confirm it. Please contact us before ordering for a time-sensitive occasion. Delivery address and changes Please provide a complete and accurate delivery address and contact us promptly if a correction is needed. Changes may not be possible after dispatch. Any additional charge for a change or reshipment will be explained and agreed with you before it is incurred, subject to applicable law. International delivery Available destinations, delivery services and charges depend on the order and destination. For international orders, please confirm whether any import taxes, duties or carrier clearance charges are included before ordering. This policy does not promise worldwide delivery or duty-paid shipping. Delays, missing parcels and damage If your order is delayed, appears lost, or arrives damaged, email us with your order number and any relevant tracking information or photos. We will investigate with the carrier and work with you to resolve the issue. Shipping delays do not remove any rights you have under applicable law, including rights relating to an agreed delivery deadline or non-delivery. For damage, defects or an error on our part, please see our Return and Refund Policy . We do not exclude our legal responsibility for delivery by referring you solely to the carrier.

We will confirm the customization details before starting production. Where a proof is included in your order, please review and approve it before production. A proof or a particular number of revisions is included only if stated in the product description or separately agreed with you. Any additional charge must be explained and agreed before the extra work begins.

Custom orders and cancellations Our products are personalized using the photos, text and specifications you provide. Please review your customization details carefully before confirming them. You may cancel your order for a full refund before custom production begins. Email wangzeyang96@gmail.com with your order number. We assess your request using the time we receive it, not the time we reply. Custom production begins when your customization details have been confirmed, we have notified you that production is starting, and work on your personalized item has actually begun. Payment alone does not mean production has started. Once custom production has begun, we do not accept cancellations, returns or exchanges due to a change of mind, personal preference, or an error in details you supplied and confirmed, except where required by applicable law. If you need a change, contact us promptly; we will explain whether it is still possible and obtain your agreement before charging for additional work. Damage, defects or an error on our part If your item arrives damaged, is defective, contains a customization error caused by us, or materially differs from the confirmed specifications or description, please contact us with your order number and relevant photos. We will assess the issue and provide the remedy required by applicable law, which may include repair, remaking, replacement, a price reduction or a refund. We cover necessary return or replacement shipping costs for issues that are our responsibility. Please contact us before sending an item back so we can provide the correct return instructions. No restocking fee applies to remedies for issues that are our responsibility. Please report problems promptly; this request does not shorten any statutory claim period. Refunds Refunds will be returned to the original payment method unless otherwise agreed or required by law. We will confirm the refund when it is issued. Your payment provider may require additional processing time. We will comply with any legally required refund deadlines. Your statutory rights This policy does not exclude or limit your mandatory consumer rights. Any exception from a statutory change-of-mind or withdrawal right applies only where the product and transaction qualify under applicable law. Defective or misdescribed goods remain subject to the protections required by law.